this paper we set out an approach to CSCW as a field of research which we believe provides a coherent conceptual framework for this area, suggesting that it should be concerned with the support requirements of cooperative work arrangements. This provides a more principled, comprehensive, and, in our opinion, more useful conception of the field than that provided by the conception of CSCW as being focused on computer support for groups. We then investigate the consequences of taking this alternative conception seriously, in terms of research directions for the field. As an indication of the fruits of this approach, we discuss the concept of `articulation work' and its relevance to CSCW. This raises a host of interesting problems that are marginalized in the work on small group support but critical to the success of CSCW systems `in the large', i. e., that are designed to meet current work requirements in the everyday world

The paper outlines an approach to CSCW systems design based on the concept of `coordination mechanisms.' The concept of coordination mechanisms has been developed as a generalization of phenomena described in empirical investigations of the use of artifacts for the purpose of coordinating cooperative activities in different work domains. On the basis of the evidence of this corpus of empirical studies, the paper outlines a theory of the use of artifacts for coordination purposes in cooperative work settings, derives a set of general requirements for computational coordination mechanisms, and sketches the architecture of Ariadne, a CSCW infrastructure for constructing and running such malleable and linkable computational coordination mechanisms.

It is possible to design cooperative work tools based only on "common sense " and good intuitions. But the history of technology is replete with examples of good theories greatly aiding the development of useful technology. Where, then, might we look for theories to help us design computer-supported cooperative work tools? In this paper, we will describe one possible perspective-the interdisciplinary study of coordination-that focuses, in part, on how people work together now and how they might do so differently with new information technologies. In one sense, there is little that is new about the study of coordination. Many different disciplines--including computer science, sociology, political science, management science, systems theory, economics, linguistics, and psychology--have all dealt, in one way or another, with fundamental questions about coordination. Furthermore, several previous writers have suggested that theories about coordination are likely to be important for designing cooperative work tools (e.g., Holt8], (Wino86]). We hope to suggest here, however, that the potential for fruitful interdisciplinary connections concerning coordination is much greater than has as yet been widely

Over the last 10 years, Computer-Supported Cooperative Work (CSCW) has identified a base set of findings. These findings are taken almost as assumptions within the field. In summary, they argue that human activity is highly flexible, nuanced, and contextualized and that computational entities such as information transfer, roles, and policies need to be similarly flexible, nuanced, and contextualized. However, current systems cannot fully support the social world uncovered by these findings. This paper argues that there is an inherent gap between the social requirements of CSCW and its technical mechanisms. The social-technical gap is the divide between what we know we must support socially and what we can support technically. Exploring, understanding, and hopefully ameliorating this social-technical gap is the central challenge for CSCW as a field and one of the central problems for HCI. Indeed, merely attesting the continued centrality of this gap could be one of the important intellectual contributions of CSCW. This paper also argues that the challenge of the social-technical gap creates an opportunity to refocus CSCW as a Simonian science of the artificial. To be published in Human-Computer Interaction Preprint- Ackerman- Challenge of CSCW 1 1.

Workflow management is a technology that is considered strategically important by many businesses, and its market growth shows no signs of abating. It is, however, often viewed with skepticism by the research community, conjuring up visions of oppressed workers performing rigidly-defined tasks on an assembly line. Although the potential for abuse no doubt exists, worlcflow management can instead be used to help individuals manage their work and to provide a clear context for performing that work. A key challenge in the realization of this ideal is the reconciliation of workflow process models and software with the rich variety of activities and behaviors that comprise "real" work. Our experiences with the InConcert workflow management system are used as a basis for outlining several issues that will need to be addressed in meeting this challenge. This is intended as an invitation to CSCW researchers to influence this important technology in a constructive manner by drawing on research and experience. KEYWORDS: Workflow, business process reengineering.

: We review systems that support the management of collaborative interaction, and propose a classification framework built on a simple model of coaching. Our framework distinguishes between mirroring systems, which display basic actions to collaborators, metacognitive tools, which represent the state of interaction via a set of key indicators, and coaching systems, which offer advice based on an interpretation of those indicators. The reviewed systems are further characterized by the type of interaction data they assimilate, the processes they use for deriving higher-level data representations, and the type of feedback they provide to users. Keywords: CSCL systems, interaction management, mirroring, coaching collaboration 1 Introduction Over the past decade, we have seen an explosion of network-based technologies that enable traditional and non-traditional distance learners alike to learn collaboratively. These environments enhance traditional distance learning curricula by ...

People working collaboratively must establish and maintain awareness of one another's intentions, actions and results. Notification systems typically support awareness of the presence, tasks and actions of collaborators, but they do not adequately support awareness of persistent and complex activities. We analysed awareness breakdowns in use of our Virtual School system---stemming from problems related to the collaborative situation, group, task and tool support---to motivate the concept of activity awareness. Activity a areness builds on prior conceptions of social and action a areness, but emphasizes the importance of activity context factors like planning and coordination. This ork suggests design strategies for notification systems to better support collaborative activity.

A major problem in requirements engineering is obtaining requirements that address the concerns of multiple stakeholders. An approach to such a problem is the Theory-W based Spiral Model. One key element of this model is stakeholder collaboration and negotiation to obtain win-win requirements. This paper focuses on the problem of developing a support system for such a model. In particular it identifies needs and capabilities required to address the problem of negotiation and renegotiation that arises when the model is applied to incremental requirements engineering. The paper formulates elements of the support system, called WinWin, for providing such capabilities. These elements were determined by experimenting with versions of WinWin and understanding their merits and deficiencies. The key elements of WinWin are described and their use in incremental requirements engineering are demonstrated, using an example renegotiation scenario from the domain of software engineering environments...

Electronic messaging—whether in an office environment or for electronic commerce—is normally carried out in natural language, even when supported by information systems. For a variety of reasons it would be useful if electronic messaging systems could have semantic access to, i.e., have access to the meanings and contents of, the messages they process. Given that natural language understanding is not a practicable alternative, there remain three approaches to delivering systems with semantic access: electronic data interchange (EDI), tagged messages, and the development of a formal language for business communication (FLBC). We favor the latter approach. In this paper we compare and contrast these three approaches, present a theoretical basis for an FLBC (using speech act theory), and describe a prototype implementation.

. The simultaneous evolution of personal computing tools and networks has focused attention on the notion of harnessing computer technology to assist in human collaboration on group work. While personal productivity tool technology and use have reached a high level of sophistication, the most basic ideas for how computer technology should assist in collaboration across the network have not yet converged. The approaches range from ones where coordination of work is uniquely human-controlled, to workflow-based approaches where the computer is involved in scheduling the group's work. This survey paper describes how workflow technology has evolved from a modeling focus to flexible model-based systems to support collaborative work across this range of work styles. 1. Introduction In the last 15 years, personal computing has grown so powerful it has fundamentally changed the way people conduct business. However, this new technology has had difficulty providing well-accepted ways of support...